Employee/Customer Onboarding, Training and Enablement

7 Myths About Training Employees and Temps

Jonathan DeVore - May 22, 2019 11:10:55 AM

In the training world, it’s easy to just do what everybody else does. But there are a number of misconceptions about training that you should be aware of.

Topics: Call-Center

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Grow Your Knowledge Base By Repurposing Word, PowerPoint, and Video

Jonathan DeVore - Apr 11, 2019 3:35:58 PM

After helping hundreds of customers get started with ScreenSteps, I can safely say the three most common requests I get are:

  1. "How do I convert Word docs into ScreenSteps articles?"
  2. "How do I convert PowerPoint decks into ScreenSteps articles?"
  3. "How do I include videos in ScreenSteps articles?"

In fact, converting existing Word docs to ScreenSteps articles was the first priority for Washington State Community and Technical Colleges once they purchased a subscription. (I personally transferred 600 of their Word docs to ScreenSteps.)

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4 Tips for Documenting Your Know-how So You Can Delegate Tasks and Jobs

Jonathan DeVore - Apr 10, 2019 12:37:12 PM

I have a good friend (whom we'll call Rick) who runs a small agency that helps online businesses.

Rick's agency is very successful, but he's at a point where he's stuck.

The problem is that if Rick's agency brings on any more clients (especially larger clients), he will run out of hours during the day to get all of the work done that needs to be done. That's because every time Rick adds another client, it requires specific tasks to be performed that only Rick knows how to do.

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The #1 Mistake Instructors Make During Classroom Training

Jonathan DeVore - Apr 5, 2019 11:57:34 AM

When Owen Hutchison helped the Royal College of General Practitioners roll out Salesforce, he put together a robust plan of action.

Owen's Change Management Plan included:

  • The impact the Salesforce rollout would have on each department (based on the changes to procedures and technology)
  • A training schedule for each department, including usability testing
  • Detailed procedure documentation (created in ScreenSteps)
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Make Complex Procedures Easier to Understand With 3 Tools in ScreenSteps

Greg DeVore - Apr 3, 2019 5:16:42 PM

The problem with documenting complex procedures and workflows

Writing a simple "how-to" guide is easy. But, in reality, most businesses aren't dealing with "simple" procedures. Many procedures are complex, involving multiple steps, decisions that have to be made, sub-processes that need to be followed, and exceptions to the "normal" flow that need to be accounted for.

Topics: ScreenSteps Employee Training Platform- Call-Center- Ed Tech

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Your Call Center Agents Don't Want to Feel Stupid [Video]

Greg DeVore - Mar 28, 2019 2:58:50 PM

Call Center Managers often struggle with agent churn. Churn rates in the call center industry are extremely high, especially early on in the agent's time with the company. What many managers don't realize is that many of their agents "feel stupid". They are thrown into situations where they don't know the answers and are constantly having to either put the customer on hold while they talk to their co-worker, or pass the customer onto their manager. 

Topics: Call-Center

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How to fill your knowledge base in less time

Greg DeVore - Feb 7, 2019 5:01:19 PM

THE biggest challenge that we see companies encounter is getting started creating content.

We see two camps:

  • The "Document Everything We Can Think of" crowd
  • The "Create the Perfect Plan Before We Start" crowd

They both run into trouble. The first group starts out really strong, but quickly gets burned out. The worst part is they spend a lot of time writing articles that no one ever uses.

Topics: Call-Center- Ed Tech

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7 Reasons Change Management Consultants Should Use ScreenSteps Instead of PowerPoint For Handoff Training

Greg DeVore - Oct 29, 2018 10:53:13 AM

In most consulting engagements that involve any form of change management the consulting team is required to deliver some sort of training material to the customer. This often takes the form of a "train the trainer" approach.

Topics: ScreenSteps Employee Training Platform

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Resisting the Temptation to “Teach it all”

Greg DeVore - Jul 11, 2018 10:57:22 AM

If you have ever been on a backpacking trip, then you know that a backpacker has to deal with competing goals when packing.

Topics: ScreenSteps Software- Training- Teaching

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Improve Your Training: Create an Outcome Statement to Improve Employee Performance

Greg DeVore - Jun 26, 2018 5:53:20 PM

 

What will this article help you do?

This article is going to help you achieve better training results in less time by teaching you how to create clear training "Outcome Statements".


What if I told you that you were lost? But then I didn’t tell you where you needed to go? How would you develop a plan? How would you know if you were making progress? How would you know when you weren’t lost any more?

Create an Outcome Statement

In employee training, you clarify the destination by creating a clear definition of the outcome you want to achieve. We call this an “Outcome Statement.” Getting this definition right can make all of the difference.

An ambiguous Outcome Statement will make it difficult to create training materials, measure progress, and determine success.

A clear Outcome Statement will help you know:

  • Exactly what training materials to create
  • Exactly what to measure
  • Exactly when you have achieved success (or failure)

Attributes of a good Outcome Statement

Topics: ScreenSteps Employee Training Platform

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